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Help Desk Technician Level 1

Alcala Consulting, Inc.

San Antonio, texas


Job Details

Full-time


Full Job Description

As a Help Desk Level 1 Technician at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.


What you will do:

  • Technical Role:
    • Close 15 tickets per day
    • Onboard and offboard our client’s employees
    • Transfer files and settings from and old laptop to a new laptop
    • Wipe laptops that employees will purchase
    • Set up new laptops and desktops for clients
    • Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
    • Perform password resets.
    • Update distribution lists in Microsoft 365 and Google Workspace
    • Create shared mailboxes in Microsoft 365 and Google Workspace.
    • Install applications for clients as needed
    • Install printer drivers
    • Troubleshoot printer and or scanner issues
    • Troubleshoot internet connectivity issues
    • Provision phone extension as needed with VoIP providers
    • Update holiday greeting schedules in phone systems as needed.
    • Help users with VPN connection issues.
    • Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
    • Allow websites through web filtering solutions
    • Allow applications through our application control solution
    • Troubleshoot backup jobs for desktop, laptops, and servers.
    • Troubleshoot Windows and Mac OS updates.
    • Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
    • Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.

 

 

  • Internal Role:
    • Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
    • Train new team members on tools usage, SOPs and policies
    • Write one SOP per week

 

  • Security Role:
    • Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.

Requirements

    • 2+ years’ experience in a help desk working for a managed IT services provider.
    • 2+ years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
    • Strong attention to details and commitment to deliver accurate results.
    • Effective English communication skills for client facing tasks.
    • US Citizenship
    • Valid driver’s license
    • Reliable transportation

Benefits

·         Paid Medical, Dental, Vision, and Life Insurance

·         Paid Holidays

·         Paid Time Off

·         401K Matching

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